T-Mobile Usa Inc

February 7, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327              ...

Re:      [redacted]                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated January 29, 2017, regarding the above-referenced account.  We are pleased to report that we have resolved Mr. [redacted]’s concerns to his satisfaction.   We regret to hear that Mr. [redacted] had any concerns regarding the use of his phone. According to our records on August 11, 2016, Mr. [redacted] purchased an Apple iPhone SE through our Equipment Installment Plan (“EIP”) while he was an active subscriber on T-Mobile account number [redacted], where Mr. [redacted] remains as an authorized user.   At the time of purchase, Mr. [redacted] was asked to make a down payment in the amount of $300.00 and agreed to series of 24 monthly installments in the amount of $4.17. Our records further reflect that on January 21, 2017, the account was cancelled for non-payment. Please note if a customer has an open EIP and the account is canceled, any remaining open EIP balance on the canceled account is accelerated and becomes due with the final billing statement. Therefore, when the account was canceled on January 21, 2017, the remaining EIP balance of $74.97 was accelerated and posted to the outstanding balance.   Our records then reflect that on January 26, 2017, Mr. [redacted] activated an account in his own name with the account number mentioned above. He subscribed to the T-Mobile ONE rate plan and used the Apple iPhone SE that he purchased on the previous account; however he was unable to transfer the EIP since the account was currently delinquent and had to be current in order to complete the transfer.   As the balance on the account number [redacted], was not paid in full by the due date, on January 29, 2017, Mr. [redacted]’s device was blocked. T-Mobile has database to block phones that have not been paid in full.  A phone is blocked by adding its unique serial number or International Mobile Equipment Identifier (“IMEI”) to a global database and within 24 hours, the device is blocked from use on T-Mobile’s network.   Although, it is T-Mobile’s position that Mr. [redacted]’s device was blocked accordingly, as a courtesy and in an effort to amicably resolve his concerns, we have unblocked the IMEI and issued a onetime credit of $74.97 to close the EIP as paid in full. Please note that on February 7, 2017, T-Mobile contacted Mr. [redacted] and presented this offer as resolution to his concerns which he has accepted and considers this matter resolved to his satisfaction.   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]     Very truly yours,   T-MOBILE USA, INC.   Christina S[redacted] Executive Response

Complaint: [redacted]
I am rejecting this response due to the same reasons listed in all my previous correspondences.  T-Mobile owes me money, I am not going to pay T-Mobile and sanctions need to be brought against this unethical organization and their illegal activities against consumers. 
Sincerely,
[redacted]

Complaint: [redacted]
From: [redacted] [mailto:[redacted]@gmail.com] Sent: Friday, March 31, 2017 2:27 PM To: Complaints <[email protected]> Subject: Complaint #[redacted]   When I received the response from T Mobile there were two options. Reject or Accept. I did not want to reject the response from TMobile on my complaint because the majority of my complaint was resolved. The part that was not resolved was the $35.00 glass protective cover for the i7 phone. Therefore I could not select the resolved option either. The T-Mobile respondent, Cesar R[redacted] included contact information and said I should call him if there were still any questions. I called Mr. R[redacted] on the same date that I received the response from the Revdex.com, but to date received no response from Mr. R[redacted]. Mr. R[redacted] states in his response that the glass cover was already moved from my account but in fact it remains on my account.   Now the Revdex.com has closed the matter for lack of response from me. However, as I explained above I could not select either of the options allowed.   Sincerely,   [redacted]

Tell us why here...
August 28, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
[redacted]
[redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 15, 2017 regarding the above-referenced account.
T-Mobile regrets any difficulties [redacted] has experienced with her T-Mobile account. T-Mobile has reviewed [redacted]’s account regarding her payments made towards equipment and found that on May 25, 2017, [redacted] made payments totaling $1,056.47. These payments went towards the following leased equipment that [redacted] had on JUMP! On Demand program (“JOD”):
• A payment of $304.94 was made for JOD ID number [redacted] for an Apple iPhone 6S Plus 16GB device, with this payment the lease offer was closed.
• A payment of $437.63 was made for JOD ID number [redacted] for an Apple iPhone 6S Plus 16GB device, with this payment the lease offer was closed.
• A payment of $201.15 was made for JOD ID number [redacted] for an Apple iPad Pro 32GB device with this payment the lease offer was closed.
The fourth payment paid on May 25, 2017, in the amount of $112.75 went towards the balance of $746.20 due by May 22, 2017, that consisted of past due balance of $225.16 and new charges of $521.04 due by May 22, 2017. As [redacted] carried a past due balance the June 1, 2017, billing statement reflected a balance of $959.41 which consisted of a past due balance of $408.29 and new charges of $551.12 due by June 22, 2017.
It is important to note that [redacted] was subscribed to two equipment programs with T-Mobile in addition to the above mentioned above that are now closed. On October 26, 2016, [redacted] took advantage of our JOD offering by leasing an iPhone 7 Plus 32GB handset for the mobile number ending in [redacted] at $32.00 for 18 months with a $196.99 Purchase Option Price (“POP”). For the line ending in [redacted] on April 15, 2017, a JOD lease was initiated for a Samsung Galaxy S8 at $33.00 over the course of 18 months and a $156.00 POP. Please note that the JOD is a lease option in which participating customers may be eligible for the lowest out of pocket price as well as the lowest monthly cost. Customers with a JOD lease are eligible to switch phones up to three times in a rolling twelve month period, which begins at the time of the first JOD upgrade. JOD customers are responsible for and agree to at the time of lease signing, a total of 18-lease payments.
[redacted] also qualified for and took advantage of our Equipment Installment Plan (“EIP”). EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments [redacted] entered to the EIP offering on the following dates:
• On November 10, 2016, an Apple iPhone 7 32GB was financed for the line ending in [redacted] was not required to make a down payment for this device and agreed to a series of 24 monthly installments of $27.09.
• On February 25, 2017, a Samsung Gear S3 Wearable device was financed for the line ending in [redacted] was asked to make a down payment in the amount of $19.99 and agreed to a series of 24 monthly installments in the amount of $16.00.
• On April 19, 2017, a Samsung Wall Charge stand was financed for the line ending in [redacted] was not required to make a down payment for this accessory and agreed to a series of 24 monthly installments of $3.75.
T-Mobile records indicate that on May 31, 2017, the account was fully suspended for non-payment on August 17, 2017, with a balance of $1,433.16 which consisted of monthly recurring charges for services utilized from May 2, 2017, to August 1, 2017, monthly EIP charges, restoral fees, late fees and applicable taxes. It is T-Mobile’s position that [redacted] was billed in accordance with the Terms and Conditions of the selected rate plan and equipment plan and the charges are valid.
However, in an effort to amicably resolve this matter T-Mobile has agreed to waive the balance of $1,433.16 and the remaining unpaid EIP and JOD active balance of $1,417.17 for equipment listed above under the condition [redacted] return the equipment via the pre-paid mailing label that was sent to her email provided. In addition T-Mobile has offered to waive the final bill upon [redacted] porting her mobile numbers to another carrier. [redacted] asked for additional time to accept this offer. T-Mobile will continue to work with [redacted] until an amicably resolution is agreed up.
Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during any of [redacted]’s interactions with T-Mobile.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:On June 9th, I responded in an e-mail (below) to Ms. Lauren L[redacted] (Specialist, Executive Response; A Division of the Office of the President; Desk: 877-290-6323 ext. [redacted]; Email: [redacted].  This was after receiving an earlier call from Ms. L[redacted], which was both ambiguous to my requests for clarification as well as not very helpful in resolving my complaint.  I felt as if I was speaking to somebody who was reading from a text and had no concern whatsoever for my situation.Good Morning Ms. L[redacted]-Thank you for contacting me yesterday and following up with an e-mail.  I wanted to clarify a few points, as I still feel slighted by the misleading international program that T-Mobile advertises.  As I mentioned to you and previously to the customer service agent over the phone, T-Mobile assured me that the International Canada/ Mexico plan would be a perfect fit for my needs.  I had specifically stated to the T-Mobile sales rep in Washington DC that I would be assigned to Mexico on TDY with the US Department of Justice and would rely heavily on these phones for my wife's and my safety.  I was told that T-Mobile contracted with a Mexican cell tower carrier and that this plan would be a perfect choice for my needs.  It is even displayed that way in the advertisements.Previously, I had been with another carrier that offered a US Government/ Military discount and a similar program.  Based on a cost comparison and good feedback, T-Mobile at the time seemed to offer a better deal.  This, however is obviously not the case, and I would have stayed with my previous provider had it been explained to me clearly that customers who travel on TDY to Mexico (and probably Canada, correct?) and back to the US must monitor their "unlimited" plan to ensure not more than 50% of data is being used.Security is a major issue for myself and my family in Mexico as you can imagine.  One "option" that T-Mobile customer service (and yourself) mentioned to me was to flip over to Wi-Fi in order to decrease the amount of data being used.  This is not viable as the transit system (buses/ taxis/ subway) in Mexico does not have Wi-Fi and my wife and children would not be able to contact me if they were in a bad situation.I appreciate you taking the steps to have the phones on this plan unlocked so that I can now go through the daunting task of finding a legitimate provider while travelling between Mexico and the U.S.  This and offering to have T-Mobile pay my final month's bill of service is the least that can be done.  However, I have been paying my monthly bills over the past year and request, once again, to be reimbursed for this expense based on poor, misleading business practices.I further request that T-Mobile cover the expenses incurred with signing up with a new provider once I present the unlocked phones to them.As I had mentioned previously, there are a number of USG personnel in my situation that are looking for a carrier and I cannot recommend T-Mobile to them at this time.  It would be unjust, as a customer who was mislead to promote your business to other personnel looking for a carrier.There was an exempt US Military plan that was offered to me to fix this issue.  The customer service tech stated it would extend to US Government personnel.  However, after speaking with you, this does not seem to be the case.  Again, I have been given misleading information.I suggest T-Mobile seriously considers clarifying this program to future customers as well as re-training their sales and customer service staff on the details of this international plan.I look forward to hearing from you.Sincerely,[redacted]
Sincerely,
[redacted]

September 7, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated August 26, 2017, regarding the above-referenced account.
T-Mobile appreciates being given the opportunity to review and address Mr. [redacted]’ concerns regarding the above-mentioned account. After careful review, we have confirmed that Mr. [redacted]’ account incurred international calling charges from June 15, 2017 through August 14, 2017 as the international calls went across the T-Mobile network. Please note that while applications may be available through the App store, T-Mobile is unable to guarantee the functionality of the application. Furthermore, it is very important that any dialing instructions be followed precisely. If a call is made by entering the on-device phone book and pressing send, that call goes across the T-Mobile network and not through the application. As such, it is also important that when using third-party calling applications, that customers not enter their on-device phone books.
Upon speaking with Mr. [redacted] on August 28, 2017, T-Mobile confirmed that the international charges were considered valid as the T-Mobile network was used to place the calls. Mr. [redacted] was also advised that we are unable to guarantee any third-party services or honor what they offer. Nevertheless, as a one-time courtesy, Mr. [redacted] received an account credit in the amount of $11.13 to cover the international charges on the billing statement dated August 15, 2017, leaving a credit balance of $11.13.
Additionally, Mr. [redacted] opted to add the Stateside International feature for $15.00 per month on the line ending in [redacted]. The Stateside International feature provides calling and texting to other countries from the U.S at a discounted rate. We apologize for any inconvenience this matter has caused Mr. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Felicia P[redacted]
Executive Response

November 7, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated October 27, 2016, regarding the above-referenced account. Please be advised that we have made several attempts to contact Mr. [redacted], which have proven unsuccessful. As such, T-Mobile will make every effort to address Mr. [redacted]’s concerns within this letter. T-Mobile regrets the billing concerns Mr. [redacted] has encountered. On August 28, 2016, Mr. [redacted] remitted a payment in the amount of $187.47 to pay off his Sony Xperia Z3 Black handset. The final charge for the Sony Xperia handset was reflected on the billing statement dated September 23, 2016, for services rendered from August 23, 2016, through September 22, 2016. Our records confirm Mr. [redacted] has not been charged twice for the Sony Xperia handset. On October 15, 2016, Mr. [redacted]’s account was suspended due to non-payment. Customers may be suspended when payment in full is not received by the payment due date. As payment was not received timely, T-Mobile suspended the account’s ability to place outbound calls. As stated in our Terms and Conditions, if we suspend a customer’s service and then later reinstate it, a fee may be assessed. Therefore, when Mr. [redacted] remitted a payment in the amount of $50.50 and the account was reactivated, the account was assessed a $20.00 restore from suspension fee per line of service. In order to amicably resolve Mr. [redacted]’s concerns T-Mobile can offer to credit Mr. [redacted]’s restore from suspend fees from June 2016 to October 2016 for a total credit in the amount of $220.00. If Mr. [redacted] chooses to accept our offer he may contact me directly at the number listed below no later than November 15, 2016. The account reflects a current balance of $683.64 for monthly recurring charges, Equipment Installment Plans, a past due balance, taxes and fees. The amount is due by November 15, 2016. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Christopher P[redacted] Executive Response

Tell us why here...
September 27, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To...

Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 15, 2017, regarding the above-referenced account.
T-Mobile is always working to improve our coverage and we further regret that Mr. [redacted] did not have coverage in some of the areas that he traveled to. As Mr. [redacted] may imagine, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that may interfere with actual service, quality, and availability.
With regard to Mr. [redacted]’s final billing statement, T-Mobile records confirm that Mr. [redacted] canceled his account on July 1, 2017 when he ported his mobile numbers to another service provider. Mr. [redacted]’s billing cycle ran from the 28th of one month to the 27th of the following month. Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle. Accordingly, Mr. [redacted] was billed through July 27, 2017.
Nevertheless, on September 22, 2017, we spoke to Mr. [redacted] and offered a courtesy credit of $123.66 for the final balance on his account. Mr. [redacted] was satisfied with the resolution presented to him. As of the date of this correspondence Mr. [redacted]’s account remains closed with a zero balance. T-Mobile regrets any inconvenience to Mr. [redacted] and we hope to serve him again in the future.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Belen L[redacted] Executive Response

June 19, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May...

Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 5, 2017, regarding the above-referenced account. T-Mobile appreciates being given the opportunity to review and address Mr. [redacted]’ concerns.
T-Mobile records indicate the above mentioned account was activated March 16, 2017, with two lines of service, one voice line and one data line. We have confirmed that Mr. [redacted] was enrolled in the T-Mobile ONE taxes included rate plan at the time of activation for $75.00 each line of service as voice lines and data lines require their own rate plan. Each data line combined with a voice line qualifies for a monthly discount of $50.00. Additionally, T-Mobile offers an AutoPay discount of $5.00 off per line of service, which would bring Mr. [redacted]’ monthly recurring charges to $90.00 per month. Please be advised however we show no record of Mr. [redacted] being enrolled in our AutoPay program to receive this monthly discount.
T-Mobile offered corporate discounts to individuals who were active employees at large businesses that were included in our corporate agreement list. This Discount Program was referred to as the T-Mobile Advantage Program. This is a grandfathered program that allowed individual customers to receive benefits based on their affiliation with their employer or university by migrating their accounts to a corporate collective. Customers were required to recertify their employment on an annual basis to maintain their monthly discount. As of April 1, 2014, the Advantage Program changed and the current Advantage Program removed the monthly discount and offers new customers a $25.00 Reward Card for each new device or tablet that is purchased. The $50.00 one-time credit offer is available with the grandfathered Advantage Program based on the individual discount offered. T-Mobile has confirmed that Mr. [redacted] did qualify and was enrolled in the Advantage program.
Our records indicate that the account was canceled on May 20, 2017, due to non-payment. The account reflected a balance of $200.00 at this time. Upon speaking with Mr. [redacted] and in an effort to amicably resolve his concerns, on June 12, 2017, T-Mobile agreed to apply a $30.00 courtesy credit toward the balance for the equivalent of a $10.00 discount on each one of the bill statements produced while the account was active. Mr. [redacted] was satisfied with this resolution. T-Mobile regrets any confusion Mr. [redacted] experienced due to this matter.

Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] 
Very truly yours,
T-MOBILE USA, INC.
Felicia P[redacted]
Executive Response

September 26, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] T-Mobile Account Holder: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May...

Concern: T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 19, 2016, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is [redacted], and that Mr. [redacted] is designated as an authorized user of the account under his full name [redacted]. We regret Mr. [redacted]’s experience with our Father’s Day Tablet On Us promotion. From June 7, 2016, through June 26, 2016, eligible new and existing postpaid customers can receive an eligible tablet on us when signing up for a 1 GB or higher Mobile Internet (“MI”) rate plan and purchasing the tablet on an Equipment Installment Plan (“EIP”). T-Mobile records indicate that on June 16, 2016, Mr. [redacted] qualified for and took advantage of our EIP offering and the promotion referenced above with the purchases of two eligible LG G Pad X 8.0 tablets. EIP is a payment option that allows eligible customers to purchase equipment by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 monthly installments. Based on the above-referenced promotion at the time of Mr. [redacted]’s purchase, he was not required to make a down payment; however, he agreed to pay $38.40, which is for the taxes on the full retail price of the equipment. Mr. [redacted] then agreed to a series of 24 monthly installments in the amount of $10.00 per tablet. To be eligible for the promotion, Mr. [redacted] was required to make a purchase on EIP, activate a MI line, and submit for a rebate on the site T-Mobile.com/promotions. Upon meeting these requirements, within eight weeks of the online submission Mr. [redacted] would receive a prepaid rebate card of $240.00 per tablet. Please be advised however no submission for the rebate cards was received. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every contact. We also make every effort to provide complete and accurate information to our customers. We apologize if any T-Mobile employee failed in any way to display that during Mr. [redacted]’s recent contact with our retail location and Customer Care. In an effort to amicably resolve Mr. [redacted]’s concerns, T-Mobile will allow Mr. [redacted] to return his two tablets directly to my attention within 30 days of the date of this letter at: Executive Response Attention: Kimo C[redacted] 1201 Menaul Blvd. NE Albuquerque, NM 87107 Upon receipt of the tablets, T-Mobile will apply a credit to the account in the amount of $58.40 for the previously paid EIP monthly installments and taxes for the initial tablet purchases. T-Mobile recommends that Mr. [redacted] return the tablets via a traceable carrier and request a tracking number when shipping. T-Mobile has also cancelled each corresponding MI tablet line ending in [redacted] and [redacted]. Furthermore, we have waived and credited the remaining EIP balance of the two tablets reflected on Mr. [redacted]’s billing statement dated September 11, 2016, totaling $459.98. Along with $20.00 in shipping credit to return the tablets, Mr. [redacted]’s account returns to a balance of $244.76 for recurring service charges. Mr. [redacted] accepted these offers as resolution. T-Mobile regrets any inconvenience to Mr. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Kimo C[redacted] Executive Response

April 12, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated March 29, 2017 regarding the above-referenced account.
T-Mobile regrets any inconvenience to Ms. [redacted] in regards to being charged for additional lines of service and a handset that she returned. Between November 18, 2016, and November 22, 2016, T-Mobile offered the 2016 Friends and Family 2 lines On Us to new or existing customers like Ms. [redacted] which provided up to two free lines of service through monthly bill credits. Our records show that there were two Mobile Internet lines added during this promotion. Please be advised that when the new lines were activated, there were also two Samsung Tablets purchased with Equipment Installment Plan (“EIP”) in an attempt to take advantage of the 2016 November Tablet On Us promotion in which Ms. [redacted] was receiving monthly credits for the EIP costs of the tablets as long as she had active Mobile Internet lines.
Additionally, from March 1, 2017, through March 5, 2017, T-Mobile also offered another promotion in which customer could receive an additional line of service for free with monthly bill credits. Our records confirm that on March 5, 2017, another two Mobile Internet lines were added to Ms. [redacted]’s account.
T-Mobile records show that on March 31, 2017, Ms. [redacted] contacted Customer Care with concerns about the additional lines being added to her account. In order to resolve the matter, Customer Care cancelled all four tablet lines and removed the remaining EIP charges for the tablets. Additionally, Ms. [redacted] was issued adjustments to cover the charges for the additional lines of service which paid her April 3, 2017 balance, and left her account with a credit balance in the amount of $2.97.
In regards to the returned handset, on October 27, 2015, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of an Apple iPhone 6S device. Ms. [redacted] states the handset was returned for insurance, however, as T-Mobile was unable to verify the return of the equipment, Ms. [redacted] continued to be charged the monthly EIP for the handset.
However, on April 1, 2017, T-Mobile located the returned equipment and removed the remaining EIP in the amount of $189.46. On April 11, 2017, Ms. [redacted] was issued an adjustment of $260.53 for the EIP monthly payments that she had been charged after the return of the handset leaving her account with a credit balance in the amount of $263.50. T-Mobile regrets any inconvenience.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA, INC.
Jimmie P[redacted]
Executive Response

April 17, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom It May Concern:
T-Mobile...

USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated April 3, 2017, regarding the above-referenced account.
T-Mobile regrets any concerns Ms. [redacted] has in regards to her T-Mobile account and our Smartphone Equality program which allows customers to be eligible for well-qualified device pricing based on their payment history and tenure. Please be advised T-Mobile records confirm on February 18, 2017, we updated Ms. [redacted]’s account to honor our Smartphone Equality program.
On April 5, 2017, we spoke with Ms. [redacted] and confirmed her account is now eligible for well-qualified device pricing. As a courtesy for this matter we offered two months of Ms. [redacted]’s current service at $122.00 per month for total of $244.00. Ms. [redacted] accepted this offer and her current balance was reduced to a credit balance of $38.90.
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]
Very truly yours,
T-MOBILE USA, INC.
Daniel R[redacted] Executive Response

January 5, 2017
 
FILED ELECTRONICALLY
 
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA  98327
 
           ...

Re:      [redacted]
                        T-Mobile Account Holder: [redacted]
                        Your File No. [redacted]
                        T-Mobile Account No. [redacted]
 
To Whom It May Concern:
 
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 30, 2016, regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted] and he has designated [redacted] as an authorized user of the account.
 
We are sorry to hear that Ms. [redacted] had any concerns regarding her coverage. T-Mobile is always working to improve its coverage, and we regret any service issues that Ms. [redacted] may have experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors and conditions that may interfere with actual service, quality, and availability. However, customers may check T-Mobile coverage down to the street level using the Personal Coverage Check tool found at www.T-Mobile.com. In reviewing the Personal Coverage Check tool for Ms. [redacted]’s area, T-Mobile shows that she should expect 4G/LTE connectivity coverage.  We apologize if that was not Ms. [redacted]’s experience.
 
T-Mobile records confirm that Ms. [redacted] canceled her account on November 25, 2016, when she ported out her mobile numbers to another service provider.  Ms. [redacted]’s billing cycle ran from the 17 of one month to the 16 of the following month.  Pursuant to T-Mobile policy, customers may be billed through the end of their current billing cycle if they cancel their service mid-cycle.  Accordingly, Ms. [redacted] was billed through December 16, 2016.
 
Nevertheless, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit to the account in the amount of $111.26 for the monthly charges from November 17, 2016, through December 16, 2016, leaving her account closed with a zero balance.
 
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
 
Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
 
 
Very truly yours,
 
T-MOBILE USA, INC.
 
Christina S[redacted]
Executive Response

October 4, 2017   FILED ELECTRONICALLY   Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA  98327               Re:      [redacted]...

[redacted]                         T-Mobile Account Holder: [redacted].                         Your File No. [redacted]                         T-Mobile Account No. [redacted]   To Whom It May Concern:   T-Mobile USA, Inc. (“T-Mobile”) is in receipt of a letter dated September 21, 2017 from Mr. [redacted] regarding the above-referenced account.  Please be advised that T-Mobile records indicate the account holder of record is [redacted]., and that the business has designated [redacted] as an authorized user of the account. T-Mobile is pleased to have resolved this matter to Mr. [redacted] satisfaction.   T-Mobile regrets any inconvenience to Mr. [redacted] regarding the account. Our records confirm that Mr. [redacted] activated lines ending 2337 and 2338. The lines were activated on the T-Mobile ONE Unlimited Business rate plan on August 3, 2017 and cancelled on August 11, 2017. Please note that Mr. [redacted] never received the SIM cards at point of sale.   T-Mobile records confirm the billing statement dated July 20, 2017, through August 19, 2017, had a total balance of $403.53. This balance consisted of monthly recurring charges, handset accessory charges, Equipment Installment Plan (“EIP”) charges, deposits and applicable taxes and fees. Additionally, there were credits and adjustment applied totaling $100.00 for various credits, Mobile Internet credits, and deposit returns updating the balance to 303.53.    With regards to Mr. [redacted]’ concerns regarding a line that was not suspended, T-Mobile records show that the lines ending in 5139 was activated on September 15, 2017 and line ending 6718 was activated on April 28, 2017 by authorized user John Paul [redacted] Jr. Furthermore the line ending in 6178 was suspended on May 13, 2017 per Mr. [redacted]’ request. On May 13, 2017, Mr. [redacted] requested the line ending 6718 be restored; however, he states that he had requested the line ending in 6718 be disconnected in May 2017. Regretfully, T-Mobile has no record to support this claim.   In effort to amicably resolve this matter, T-Mobile provided Mr. [redacted] a one-time courtesy credit in the amount of $400.00. Mr. [redacted] was provided with a bill explanation of the charges and credits. As of the date of this correspondence Mr. [redacted]’ account reflects a balance of $387.16.  T-Mobile regrets any inconvenience to Mr. [redacted].   Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.   Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].     Very truly yours,   T-MOBILE USA, INC.     Rochelle M[redacted] Executive Response

April 5, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: *** ***
Your File No. ***
T-Mobile Account No. ***
To Whom It May Concern:
T-Mobile USA,...

Inc. (“T-Mobile”) is in receipt of your correspondence dated March 31, 2017, regarding the above-referenced account.
T-Mobile regrets any inconvenienced experienced by Mr. *** regarding his experience with his JUMP! On Demand lease upgrade. On November 7, 2016 Mr. *** completed a JUMP! On Demand lease upgrade when he elected to trade-in his Samsung Galaxy Note 5 for the Samsung Galaxy S 7 Edge. As part of the JUMP! On Demand lease program, customers are required to return their original leased device back to T-Mobile, and as such Mr. *** returned his Samsung Galaxy Note 5 to our National Return Center.
T-Mobile records indicate Mr. ***’s Samsung Galaxy Note 5 was returned to our National Return Center on December 19, 2016. Unfortuantely do to an inadvertent error, Mr. ***’s returned JUMP! On Demand lease Samsung Galaxy Note 5 was not immediately processed.
Nevertheless, T-Mobile has closed Mr. ***’s JUMP! On Demand lease for his Samsung Galaxy Note 5 as returned equipment and as such he will no longer be charged the monthly lease fee. Furthermore T-Mobile has applied a credit of $125.56 to Mr. ***’s account which represents the past four months he has been charged the monthly lease fee associated with his returned Samsung Galaxy Note 5. Mr. *** has a credit balance of $125.56 which will be applied to his next billing statement due on May 7, 2017
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. ***.
Very truly yours,
T-MOBILE USA, INC.
Martin G***
Executive Response

December 4, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is in...

receipt of your correspondence dated November 26, 2015, regarding the above-referenced account. T-Mobile is happy to report we have resolved this matter to Mr. [redacted]’s satisfaction. T-Mobile regrets any inconvenience Mr. [redacted] has experienced regarding signing up for T-Mobile’s Free Data for Life promotion. On October 31, 2013, T-Mobile launched the Free Data for Life pass which is available for tablets purchased directly through T-Mobile as well as eligible tablets that work on T-Mobile's network. This offering is available to both new and existing customers and comes with a 200 MB Free Starter data package on our 4G LTE network, where available. As part of this offering, the customer is not required to have a voice package provided that the device using the pass has been paid for in full. The Free Data for Life pass activation process, which may be completed as a postpaid option with the choice to use the Equipment Installment Plan (“EIP”) or as a Pay in Advance option, is automatic after the customer completes the on-device registration through the Mobile Internet Management (“MIM”). The MIM is an on-device self-service portal that allows customers to create an account, link their device to an account or manage their account directly from their Mobile Internet device. Once the on-device registration is completed, the 200 MB of free data is activated and renews automatically every 30 days. It is important to note that the Free Data for Life pass may only be used on the original tablet whose IMEI is captured at the time of activation. T-Mobile regrets any problem Mr. [redacted] has experienced applying the 200 MB of free data. In an effort to amicably resolve this matter for Mr. [redacted], on December 3, 2015, T-Mobile manually applied the 200 MB of free data. Going forward the 200 MB of free data will renew automatically every thirty days from the activation date. Upon speaking with Mr. [redacted] he accepted this as resolution. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted] Very truly yours, T-MOBILE USA, INC. Zachary S[redacted] Executive Response

Tell us why here...
October 10, 2017
FILED ELECTRONICALLY
Bureau Service
Revdex.com of
Alaska, Oregon & Western Washington
1000 Station Drive, Ste. 222
DuPont, WA 98327
Re: [redacted]
Your File No. [redacted]
T-Mobile Account No. [redacted]
To Whom...

It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated September 27, 2017, regarding the above-referenced account.
T-Mobile regrets Ms. [redacted]’s concerns regarding the above-referenced account. T-Mobile records confirm that Ms. [redacted]’s account was activated on May 1, 2017, with two lines of services ending [redacted] and [redacted], which are enrolled in the T-Mobile ONE Wearables rate plans. At that time, Ms. [redacted] purchased a Samsung Galaxy S8+ for retail cost of $850.00 plus applicable taxes and fees. Additionally, Ms. [redacted] elected to trade in her Samsung Galaxy S8+ 64 GB Silver with a trade-in value of $657.00. The $657.00 trade-in value was applied towards the purchase of the Samsung Galaxy S8+ and Ms. [redacted] then applied a payment of $246.14, which covered the remaining amount the handset.
Upon further review, our records indicate Ms. [redacted] returned the Samsung Galaxy S8+ and therefore, the $657.00 trade in credit was applied towards her T-Mobile account and can be seen on her initial billing statement dated May 3, 2017. As such, Ms. [redacted] was provided reimbursement in full for the trade in handset.
Please be advised that on August 31, 2017, Ms. [redacted] activated one new lines of service ending in [redacted] under our T-Mobile One All in Promotional rate plan for $110.00. Ms. [redacted]’s account is billed by a system known as “bill current”. This means that charges for a customer’s rate plan are billed in advance of the service being provided and become due within that billing cycle. If during that billing cycle the customer had any usage charges, such as international calling or third-party downloads, the respective charges would be reflected on the next month’s statement, as we cannot predict those charges in advance.
Accordingly, Ms. [redacted]’ billing statement dated September 3, 2017, reflected the balance of $293.34, consisting of monthly access charges of $220.00 for the billing periods of August 3, 2017, to September 2, 2017, and from September 3, 2017, through October 2, 2017, two wearable lines, and Equipment Installment Plan (EIP) charges for two Samsung Gear S3 watches. As Ms. [redacted]’s account is bill current, it is T-Mobile’s position that she was billed accurately.
Upon speaking to Ms. [redacted], on September 29, 2017, her newly activated line of service was cancelled and a credit of $273.00 was applied to cover the two months of charges. Therefore, Ms. [redacted]’s account remains active with two lines of service for her two wearable devices. Each line is subscribed to the T-Mobile ONE Wearables rate plans at a rate of $20.00 per line of service, per month. Please note this excludes her active EIP plans for the two Samsung Gear S3’s watches, which are billed at $16.00 per line, per month.
In regards to Ms. [redacted]’s concerns regarding the Samsung Note 8, please note T-Mobile records indicate that on August 31, 2017, Ms. [redacted] qualified for and took advantage of our EIP offering with the purchase of a Samsung Note 8 64GB. Ms. [redacted] was required to make a down payment of $210.00 plus taxes. Ms. [redacted] then agreed to a series of 24 monthly installments in the amount of $30.00. Upon review, T-Mobile records confirm that the line ending in [redacted] was cancelled on the August 31, 2017, and Ms. [redacted] requested that the handset order be cancelled. However, due to the status of the order, Ms. [redacted] was advised to not sign the T-Mobile Electronic Signature sent via her email and which then will cancel the order. Further review, indicates Ms. [redacted] signed the agreement and the handset was sent out.
On September 2, 2017, a second order was placed for Samsung Note 8 64GB device. However this order was cancelled prior to processing. As such, Ms. [redacted] was not charged for this handset. T-Mobile records confirm the initial Samsung Note 8 64GB was received into T-Mobile’s warehouse on September 26, 2017, and Ms. [redacted] was refunded the $210.00 plus tax back to her credit card. Ms. Barnet’s account reflects a current balance of $45.51. which is due by October 23, 2017. We regret any inconvenience to Ms. [redacted].
Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted].
Very truly yours,
T-MOBILE USA
Rochelle M[redacted]
Executive Response

August 9, 2016 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] & [redacted] To Whom It May Concern: T-Mobile USA, Inc....

(“T-Mobile”) is in receipt of your correspondence dated August 2, 2016, regarding the above-referenced account. T-Mobile regrets any Change of Responsibility (“COR”) concerns Ms. [redacted] has experienced. A COR is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business. It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account. Upon requesting a COR, Ms. [redacted] was advised that she would be responsible for locating the new customer and that the new customer must contact T-Mobile within 30 days, qualify for credit, and agree to the Terms and Conditions of service before the transfer could be completed. T-Mobile records indicate that on June 5, 2016, Ms. [redacted]’s mobile numbers ending in [redacted] and [redacted] were transferred from the account number [redacted] to account number [redacted]. After the transfer was complete, Ms. [redacted] qualified for and took advantage of our Equipment Installment Plan (“EIP”) offering with the purchase of two Samsung J7 handsets. EIP is a payment option that allows eligible customers to purchase handsets by making a down payment at the time of purchase and agreeing to pay the remaining balance in 24 installments. T-Mobile investigated this matter and found that the COR for Ms. [redacted]’s mobile numbers ending in [redacted] and [redacted] was processed on June 24, 2016. As of that date, Ms. [redacted] was no longer financially responsible for the mobile numbers ending in [redacted] and [redacted]. It is important to note that the above-mentioned EIP balances were not transferred to the new account at the time of the COR. When the account was canceled on June 24, 2016, the remaining EIP balance of $459.98 was accelerated and posted to the final billing statement dated July 7, 2016. It is T-Mobile's position that the remaining EIP balance is valid and owed. Nevertheless, on August 8, 2016, as a courtesy to Ms. [redacted] and in an effort to amicably resolve this matter, T-Mobile issued a credit of $459.98 to the account number [redacted] for the remaining EIP balances for the two Samsung J7 handsets. Account number [redacted] remains closed with a zero balance. Additionally, T-Mobile issued a courtesy credit of $136.00 to account number [redacted]. Account number [redacted] currently reflects a credit balance of $136.00. T-Mobile regrets any inconvenience to Ms. [redacted]. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. William B[redacted] Executive Response

December 16, 2015 FILED ELECTRONICALLY Bureau Service Revdex.com of Alaska, Oregon & Western Washington 1000 Station Drive, Ste. 222 DuPont, WA 98327 Re: [redacted] Your File No. [redacted] T-Mobile Account No. [redacted] To Whom It May Concern: T-Mobile USA, Inc. (“T-Mobile”) is...

in receipt of your correspondence dated December 14, 2015, regarding the above-referenced account. T-Mobile regrets any concerns Ms. [redacted] encountered with her account balance. T-Mobile records confirm that Ms. [redacted] had several devices and accessories financed through the Equipment Installment Plan (“EIP”). Our records confirm that Ms. [redacted] had an active EIP for an iPad Mini, an iPhone 5s Gold device, an iPhone 6 Gold device, an iPhone 5s Silver device and an iPhone 6 Lifeproof Case. The monthly installment payment for the above equipment totaled $106.49. It is important to note that when a customer has an active EIP and they cancel service, the full remaining EIP balance is billed to the final billing statement. Further records confirm that on September 24, 2015, Ms. [redacted]’s account was cancelled pursuant to her request. On September 25, 2015, Ms. [redacted]’s billing statement was provided showing an outstanding balance of $108.11, which includes the above monthly EIP installment charges and $1.62 for taxes. Ms. [redacted] did not remit payment for this outstanding balance. As such, the balance was carried forward to her following billing statement. Additional records confirm that on October 25, 2015, Ms. [redacted]’s final billing statement was provided showing an outstanding balance of $1,221.94, which includes the above past due balance, and the remaining EIP balances for her above equipment totaling $1,113.83. On November 1, 2015, Ms. [redacted] remitted payment to her account in the amount of $1,114.00, which reduced her outstanding balance to $107.94. Based on our findings it is T-Mobile’s position that the outstanding balance is valid and owed. Nevertheless, in an effort to amicably resolve this issue, T-Mobile has applied a $107.94 credit to Ms. [redacted]’s account to bring her outstanding balance to zero. Ms. [redacted]’s account remains closed with a zero balance. Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed. Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at 877-290-6323 ext. [redacted]. Very truly yours, T-MOBILE USA, INC. Brian W[redacted] Executive Response